Bank accounts: Best banks for customer satisfaction
How bank account providers score for customer service
We ask bank account customers to rate how satisfied they are with their current account provider, the table below reveals the best and the worst banks for customer service. To find out which bank accounts are Which? Recommended Providers see our tables.
|Customer satisfaction for banking|
|Provider||Customer service||Clarity of statements||Dealing with queries and complaints||Service in branch||Telephone service||Internet service||Customer Score|
|Norwich & Peterborough BS||n/a||82%|
|Coventry Building Society||n/a||76%|
|Marks and Spencer Bank||n/a||n/a||n/a||66%|
|Bank of Ireland||64%|
|Bank of Scotland||57%|
|First Trust Bank||n/a||n/a||53%|
|Royal Bank of Scotland||52%|
|Average Customer Satisfaction Score||n/a||n/a||n/a||n/a||n/a||n/a||62%|
n/a = sample size too small
Average overall customer satisfaction score is 62%
Sample sizes: First Direct (340), N&P (52), Coventry BS (58), Metro Bank (64), Citibank (105), Nationwide (434), TSB Bank (326), M&S Bank (60), Virgin Money (51), Tesco Bank (61), Yorkshire Bank (188), Smile (94), Bank of Ireland (61), Co-operative Bank (323), Halifax (437), Santander (454), Lloyds Bank (440), HSBC (438), Post Office (59), Bank of Scotland (196), Danske Bank (57), NatWest (434), Barclays (444), Clydesdale Bank (188), Cahoot (50), First Trust Bank (39), Royal Bank of Scotland (318), Intelligent Finance (51), Ulster Bank (50). Total sample size: 5,939
Customer scores are based on a survey of an online panel of respondents from the general public, who were invited to take part in the bank account customer satisfaction survey - during January 2016. The final sample size was 5,939.
Overall customer scores are worked out using a combination of overall satisfaction and how likely the respondents are to recommend their bank to a friend. Companies need at least 30 responses to be given a rating.
Which? Limited (registered in England and Wales number 00677665) is an Introducer Appointed Representative of Which? Financial Services Limited (registered in England and Wales number 07239342). Which? Financial Services Limited is authorised and regulated by the Financial Conduct Authority (FRN 527029). Which? Mortgage Advisers and Which? Money Compare are trading names of Which? Financial Services Limited. Registered office: 2 Marylebone Road, London NW1 4DF.